Customer Service Operation Engineer

Job Description

• Provide expert-level, full-time on-site and remote support for complex deployed systems, collaborating directly with customers, internal teams, and vendors.

• Lead advanced incident response, drive complex root cause analysis (RCA), and implement preventative measures.

• Design and implement value-added services, process optimization, and automation solutions utilizing scripting, data analytics, and industry best practices.

• Act as the primary technical interface and trusted advisor to customers, advocating for their needs and driving high-priority issue resolution.

• Lead small-scale projects or technical work streams related to system upgrades, maintenance, and solution improvements.

• Occasional out-of-hours support and on-site customer travel may be required.

Basic Requirements

• Proven track record of 5+ years of relevant field service and system integration experience, with deep expertise in the following areas:

• Domain Expertise: Public Safety and Mission Critical operations, advanced Data Analytics, deep knowledge of Tetra/other Land Mobile Radio (LMR) Systems  or advanced GSM/LTE/5G technologies & Cybersecurity Products & principles.

• Technical Skills: Land Mobile Radio System, Cybersecurity process, and operations within Network/Security Operations Center (NOC/SOC) environments.

• Service Management: Demonstrated expertise in Customer Support, Maintenance, and Life Cycle Management and to respond promptly to customer requests.

• Professional Certification: ITIL v4 certification is highly preferred.

• Leadership and Communication: Proven strong interpersonal, collaborative, and team leadership skills, with the ability to coordinate across various groups and functional teams.

• Communication Skills: Excellent written and verbal communication, listening, negotiation, and presentation skills, with proven ability to present complex technical information to both technical and non-technical audiences. Customer communication and engagement is key crucial.

• Problem-Solving: Advanced problem-solving and critical thinking skills, with the ability to lead resolution efforts for major incidents.